Complaints

This profile includes complaints for Elite Fireplace & Dryer Vent Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elite Fireplace & Dryer Vent Services, LLC

  Sacramento, CA 95821-2323

  
• 

  Elite Fireplace & Dryer Vent Services, LLC

  PO Box 215595 Sacramento, CA 95821-8595

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Elite Fireplace & Dryer Vent Services on May 29, 2025 to schedule to have three gas fireplaces inspected and cleaned before use. I was told, by the phone receptionist, that the cost would be $275 per fireplace, and that the technician would need two hours per fireplace, six hours total. She stated that I would receive an estimate for repairs afterwards if needed. The service took place on June 6, 2025. When the technician, ****, arrived he noticed that two of my fireplaces were multi-sided fireplaces, and the price to clean and inspect them would now be $350 each instead of the initial $275, which surprised me because those two fireplaces were the cleanest of the three. The technician worked a total of 3.5 hours (instead of the six). **** presented me with his findings. All three of my fireplaces are unusable and will require replacement parts and repairs, all of which Elite cannot provide or complete. Instead, they advised me that I would need to contact a plumber who can replace the gas key valves, a masonry expert to do a stucco patch on the chimneys, a roofing contractor who could fix a small part of the flashing on the corner of the chimney, and a different fireplace company to replace all three of the fireplaces in their entirety.This feels like a scam and false advertisement. Elite's advertisements publicize that they offer custom installments and repair ("We Clean, Inspect, Repair, & Install all types of:Gas Fireplaces, Gas Inserts, Gas Insert Installation), but now I am being told that they cannot offer either and that I need to find another fireplace company. This is a misrepresentation of their services. I spent a total of $975, and was left with no recourse from this company. If I had known that they did not offer repairs and installments, like they advertised, then I would have gone with another company. Instead, I reasonably relied on Elite's advertisement and now have to spend more money to hire another fireplace company.

  

  Business Response

  Date: 06/12/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and confusion you experienced following your recent service with us on June 6, 2025.
  

  At Elite Fireplace & Dryer Vent Services,we are committed to transparency and customer satisfaction, and we regret that your experience did not meet those expectations. We acknowledge the miscommunication regarding pricing for multi-sided fireplaces. While those units do require more time and effort to properly clean and inspect, we agree this information should have been clearly disclosed during your initial scheduling call. We will address this internally to ensure future clients receive accurate pricing information upfront.
  

  We also want to clarify the scope of our services. While our advertisements have stated that we clean, inspect, repair,and install all types of gas fireplaces, we understand how this may have been interpreted to include complete fireplace replacements. In reality, we specialize in the installation of gas insertsnot built-in gas fireplacesand do not provide full fireplace replacement services. Based on your feedback, we are updating our advertising and website language to more accurately reflect this distinction.
  

  Additionally, regarding the required repairs identified by our technician:
  -The replacement of gas key valves is classified as plumbing work in the state of **********, and legally requires a licensed plumbing contractor. As we do not hold a plumbing license, we are unable to perform that type of work.
  -Similarly, stucco repairs fall under a specialized classification requiring a C-35 lathing and plastering license. Since we are not licensed for stucco or structural repairs, we must refer that work to qualified professionals.
  

  We completely understand your disappointment and believe it is appropriate to offer a full refund of $975, which will be returned to your original form of payment.
  

  We truly regret that your experience with us caused stress and inconvenience. If there is anything more we can do to assist,please do not hesitate to reach out to us directly at ************ or *******************************************************************************************************
  

  Its unfortunate that this concern wasnt brought directly to us before now,as we genuinely value the opportunity to make things right when issues arise.Had we known about your dissatisfaction sooner, we would have been more than willing to address it promptly and directly to avoid any added frustration.
  

  Sincerely,
  ***** ******* II
  Owner
  Elite Fireplace & Dryer Vent Services LLC

  
  

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regard to Elite Fireplace Services of **********, **. I called them for chimney cleaning and explained I had creosote buildup just above the damper. They sent a person out who attempted to clean the creosote using a drill with a brush extension. However, they claim the brush broke and that he was unable to remove any of the creosote even with a new brush. However, they still charged $300 (which is on the high end) and said the manager would call me. After a week with no call I contacted the company and reached the manager (****) who said they are no longer cleaning creosote buildup and are recommending flue relining which would cost around 10k. They came back to take measurements for a more accurate estimate but never delivered the estimate. It's been over three weeks now and my chimney is no cleaner then it was before and I'm out $300. This represents a business that should be reprimanded and forced to refund any money collected.

  

  Business Response

  Date: 01/15/2024

  Good afternoon,

  First off, I do want to apologize we were unable to fulfill your initial requests at the time of the first service. Also, for the wait times you experienced from hearing back from our company. Creosote glazing is something that unfortunately cannot be cleaned during our first initial cleaning and inspection with normal cleaning tools. We, as a company, should have let you know right away we are currently going through changes on how we are addressing creosote build up. There are different products we are currently looking into, and different methods of manual removal. We sincerely appreciate the chance for *****, the other owner, to come back and try and fix the situation we have caused. We hope that we can finally resolve your situation, and give you answers to your problems. Again, we are sorry for the inconveniences, and we hope to make it right.